Customer loyalty is at an all-time low.
AI didn’t take the human out of customer service. We did.
AI just accelerated the template-driven nature of the service. We’ve reached a point where customers can no longer tell a human from a bot, while bots are being made to sound more human.
Customer service has become more about containment than satisfaction. And now we’re dressing up bots as "concierges", mimicking the language of hospitality, which not only devalues customer needs but also makes the brand forgettable.
I think we can do better.
Our mission is to keep in-house customer teams in charge of service. Using AI not to replace them, but to build a more human experience on both sides of the conversation. Because when loyalty is at stake, the most important thing a business can do is show up.
It’s time to show up. It’s time to Override.
